Self Service Ticket Machine

If the card you purchased your tickets with has been lost, stolen or damaged, please contact our Web Support Team on 0870 333 4876. who will endorse your booking by advising the station what photo identification you're able to bring to the station. Please take your email confirmation, reference number and a form of ID to a manned station ticket office on collection. The ticket office staff will endeavour to issue your ticket manually.

What should I do if there is a problem collecting my tickets from a Self Service Ticket Machine?

If you find that the ticket machine is faulty, please make the fault known to a member of station or ticket office staff, who will endeavour to help you. Please be aware that you may not travel without a valid ticket. You are NOT permitted to travel using your reference number or email confirmation.

You will be charged a Penalty fare if you chose not to travel with a valid ticket.

Please check you have the correct reference number and the same card you used to make your booking.

If you have time, call our Web Support Team on 0870 333 4876.

If you are short of time or need to catch a train, we advise you to purchase a new ticket and apply for a refund explaining the situation. You may be required to send in the second set of tickets as proof.

Please note: you must have the same credit or debit card used to make your booking when collecting tickets.

Note: The same credit card or debit card used to make the booking is required when collecting the ticket at the station.

To collect your tickets from a self service ticket machine you will need

The credit card or debit card you used when making the booking.

The 8-character alpha-numerical reference given when the booking was processed. You can find this on your email confirmation.

When at the self service ticket machine

Insert the debit/credit card used to purchase the tickets.

Key in the reference (please note that in some cases you may not be required to enter your reference).

Once your details have been checked your tickets will be dispensed.

Do not remove tickets from the machine until all tickets have been issued and the main screen informs you that the transaction is complete.

Please be aware: if you are starting your journey at an unmanned station and it does not have a ticket machine, you must not choose to collect tickets at an alternative station and travel without a valid ticket. You are NOT permitted to travel to that station using the reference number to collect it. You MUST opt to have your tickets posted to your home address instead. You will be charged a Penalty fare if you choose to travel without a valid ticket.